On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
Orange does not necessarily intend for customers to center on a solely Orange solution. Instead, Orange focuses on integrating with customers' present in-house communication and collaboration systems for seamless implementation. Orange’s partners include Genesys, CXone, Amazon Lex, Google AI, Microsoft, Zoom, Cisco, and Vonage, to name a few. This enables Orange customers to continue leveraging the benefits of their in-house systems while using the solutions that Orange provides through its UCaaS offering.
Other than flexibility, Orange’s major selling point is its geographic coverage. Orange is not only well-established in European nations, but also has coverage across North America, the APAC region, much of Latin America, and South Africa. Overall, SIP trunking is available in 140 countries, with local voice in 54 countries.
For Info-Tech members interested in a flexible UCaaS offering that can be molded to their present environment, Orange would be a suitable vendor to shortlist. Orange's wide range of integration and multi-deployment options are attractive in this context. Customers will generally not choose a solely Orange solution, but instead will opt for the flexible delivery model.
However, if an organization has concerns about its data center location, it is important to check whether Orange can meet those needs. Globally, Orange has data centers located in Washington DC, Atlanta, Frankfurt, Paris, Singapore, and Sydney. Canadian members concerned about data location may not see Orange as a viable solution.
For other options in the UCaaS market, use SoftwareReviews UCaaS Data Quadrant Report for market analysis and vendor comparison.
Source: SoftwareReviews UCaaS Data Quadrant. Accessed March 29, 2021.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.
On October 21, 2020, Talkdesk demoed On the Go, the latest addition to its cloud-based contact center solution CX Cloud. On the Go is built for convenience and remote work, using a device’s virtual assistant (such as Siri) for making calls and accessing data. However, this also means that part of On the Go’s success is tied up with how effective virtual assistants are.